Implementations Manager at BrightHire in New York, NY

About the Role

As an Implementations Manager at BrightHire, you will deliver a customer’s first experience after the sale, ensuring seamless launches for new customers across all segments. You will be a subject matter expert for how to launch our product, especially in regards to how it integrates with other tools in our customer’s ecosystem. You will be a product and technical expert, acting as the front-line for customer support during onboarding, as well as a critical bridge to our Product team. You will innovate to define scaled processes, systems, and experiences for different customer segments. We are looking for a builder-mindset that can both develop and deliver. 

Responsibilities

• Guide clients through the onboarding process, integrating BrightHire into their recruitment tech-stack.
• Develop and manage comprehensive project plans in collaboration with customers. Coordinate with cross-functional teams to maintain project alignment and mitigate any risks or issues that arise. Facilitate regular meetings during the onboarding period and provide stakeholders with timely project updates.
• Configure and tailor BrightHire solutions to align with client needs, collaborating with several internal teams to solve tricky problems. Support pre-sales solution scoping as appropriate.
• Serve as the primary point of contact for customer integration projects with both customers and external partners. 
• Provide technical support to issues related to the Onboarding process.
• Partner with customers to drive early adoption of BrightHire. Consult on change management best practices to overcome obstacles. 
• Conduct client process discovery and enablement sessions, and advise them on the successful use of BrightHire products and develop tailored materials as needed.
• Ensure proactive and transparent communication with clients and internal teams about project progress and challenges. 
• Design and document onboarding procedures for each segment, creating reusable resources, such as videos, decks, guides, and FAQs, for future implementations and ensuring best practices are woven throughout the experience.
• Administer our use of tools to support the onboarding process, such as Dock or other automation tools, promoting a standardized approach across segments.

Requirements and skills

• 3+ years in project management with a proven track record of customer onboarding delivery for enterprise customers in the HR Technology space.
• Expertise with recruiting systems and processes.
• Expertise with recruiting system integration processes and troubleshooting.
• Expertise in customer onboarding, driving adoption for customer end-users.
• Experience troubleshooting integrated systems. 
• Great systems thinking to consider the ecosystem when facing problems. 
• Ability to create and maintain detailed project documentation.
• Skill in developing and delivering training materials and resources (explainer videos, decks, etc).
• Capability to design, implement, and optimize onboarding processes, and create highly scalable versions for low-touch customer segments. 
• History of successfully coordinating cross-functional teams to implement .
• Experience in conducting client training and developing educational materials.
• Strong preference for Eastern time zone. 

Equal Employment Opportunity (EEO) Statement

Our company does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.